Solutions that improve customer conversion rates

Efficiently connect your customer to the right resource and unify your customer connection channels. Connect your customers to the right business resource at the right time. Manage your resource availability and capacity and track the effectiveness of your processes. Become agile by continuously improving your communication processes in real time.

Connection Routing

Connection Tracking

Connection Quality

Connection Context

Connection Latency

Connection Treatment

Channel Integration

Trust by Design

Speed-to-Answer

Customer Profile

Analytics Data

Agility

Knowledge Capture

Solutions that improve customer conversion rates

Efficiently connect your customer to the right resource and unify your customer connection channels. Connect your customers to the right business resource at the right time. Manage your resource availability and capacity and track the effectiveness of your processes. Become agile by continuously improving your communication processes in real time.

Connection Routing

Improve customer satisfaction by connecting your clients to the best customer service agent to deal with their query. Increase advisor satisfaction by matching workflows to skill sets. Reduce shrinkage.

Connection Tracking

Where are your incoming connections coming from? Trace the origin of connections to your business. Use the gathered data to improve your advertising strategy.

Connection Quality

Improve First Contact Resolution rates by automatically collecting connection data. Find out why people are connecting with you and discover the outcome of your connections. Assign quality scores to voice calls.

Connection Context

Arm your customer service representatives with information on why a customer is calling and with their previous call history. Improve customer service and reduce Average Handling Time (AHT)
.

Create rules to automatically route incoming connections to the best destination. Set up ‘out of hours’ rules, route existing customers to customer support and send new enquiries to sales. Serve your customers more quickly and increase NetEasy and C-Sat scores.

Channel Integration

Combine your connection channels and route them to a single point of contact. Respond to connections more quickly and consistently.

Trust by Design

Provide customers with a system of control over their data that ensures compliance with GDPR and empowers individuals to control their personal information.

Seamless integration

Our integration API services enable your existing business processes to access our full range of iTel Services, allowing you to perfect your operations, improve your customer service and increase your ROI. We work closely with our clients to create innovative, bespoke solutions and we also provide specialised support. No matter how ambitious your vision, our API services can bring it to life.

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